Buy-out – member experience

Buy-out – member experience

Looking after your members

Caring for our members is our north star, guiding everything we do. We keep communications simple. And will always tell them what they need to know, including any actions and decisions they need to take, in ways they can understand.

Our member experience includes ongoing support and advice, led by our Member & Operational Services team. We have partnered with Aptia to look after our pension administration and customer service. We view them as an extension of our people. We train them ourselves and they act with our service philosophy and culture in mind.

Here’s a flavour of what your members can expect:

  • Secure online portal, OneView, where members can access pension information and keep their details up to date 24/7.
  • Communications that are easy to read and understand – many have achieved the Plain English Crystal Mark (its seal of approval).
  • Advice and support around retirement options that helps members feel confident and in control. We can point members to a dedicated professional advice service.
  • Access to our proprietary Pension Buddy service, a digital planning tool for people starting to think about retirement (provided by HUB Financial Solutions, a Just Group company).
  • Staff who are trained to identify and support members who may have different or additional needs, based on health, life events or other personal circumstances. Members will be supported by people who’ve been trained in partnership with Dementia UK.
  • ‘Welcome’ seminars, face to face or online, are optional extras for your scheme.